Senior Data & Analytics Leader — Customer Experience

Reo Group; Townsville City; Remote; AUD 48,000 - 64,000; Full time

Benefits offered by this job

Lunch & learns

Flexible working environment

Up to 50% employee discount

Pawrental leave

Volunteer days

Fitness partnership

Job summary

Pet Circle in Sydney is seeking a Customer Specialist to deliver high-volume, phone-based support with some live chat and email responses. You’ll handle delivery enquiries, product recommendations and build loyalty with every interaction.

This full-time, permanent role is remote, requires a good home office set-up, and offers strong development opportunities, flexible working environment, and a generous staff discount.

Qualifications

• 2+ years’ professional experience in a fast-paced, results-driven environment handling internal or external customer requests.
• Experience with online systems and web technologies (CRM, ticketing systems, order management software) is ideal.

Responsibilities

• Deliver best-in-class customer service in a high-volume contact centre environment; predominantly phone-based with live chat and email response.
• Handle all customer queries with efficient, effective resolutions to build loyalty and advocacy.
• Be a relationship-building expert, creating genuine connections with every customer and their pet.
• Own customer problems through to resolution and identify best outcomes for customers and Pet Circle.
• Apply root cause analysis to recurring issues and share insights to fix problems at the source.
• Champion continuous improvement across processes, tools and knowledge.
• Add a personalised, human touch to interactions and tailor service to each customer and their pet.
• Meet team and individual KPIs, balancing productivity with customer satisfaction metrics.
• Be receptive to feedback and coaching as we pursue a continuous improvement mindset.
• Contribute positively to a passionate, pet-loving, customer-oriented, results-driven team.

Skills

Customer service

Communication skills

Problem solving

Tools

CRM

Ticketing systems

Order management software

Job description

Pet Circle in Sydney is seeking a Customer Specialist to deliver high-volume, phone-based support with some live chat and email responses. You’ll handle delivery enquiries, product recommendations and build loyalty with every interaction.

This full-time, permanent role is remote, requires a good home office set-up, and offers strong development opportunities, flexible working environment, and a generous staff discount.